General Conditions Applicable to Returns
Subject to meeting the conditions set out in this returns section, we offer a “no questions asked” return policy where you can return delivered items within 10 days of receiving your order.
In order to qualify for a refund, all items (including any promotional gift items accompanying the order) must be returned to us within 10 days of order receipt with the following conditions:
Items must be unaltered, unused and in sellable condition (or the condition in which they were received from us or our agents).
Items must be in their original packaging / box / dust-cover and product labels / tags / instructions still attached.
The return must be accompanied by the original order confirmation.
Kindly note the below important information:
You may create only one free return per order. If you create a return and few days later decide that you want to return some more items from the same order, you will not be able to.
The pick-up address for your returned items is the same as the original order delivery address.
Items can be returned by arranging collection from your delivery address in the UAE by following the steps below:
- Step 1
Log in and visit “My Account”. Then click on “Orders & Returns”.
- Step 2
Find the order you would like to return and click on “Return” located under “Actions”.
- Step 3
Select the items which you wish to return, select the general reason for your return and click on “Submit Request”.
Note that you are only allowed to create one return request per order.
- Step 4
We will contact you to arrange pick-up within 3 working days. Your return status can be tracked on the “Orders & Returns” page.
Once your return request has been raised, you will receive an email confirmation. We will dispatch the courier to pick-up the items from the same original order delivery address. At pick-up, place the items in their original packaging . Your request will be processed within 10 working days.
Refunds will only be processed after completing the “Returns Process” and the item/s returned have been approved. After approval, we will issue a refund of the full-face value of undamaged items duly returned (excluding, where applicable, the shipping fees).
Your refund will be processed via the following methods:
- For online payments, refunds will be done through the original mode of payment. Credit/Debit card payments will be refunded to the Credit/Debit card used to purchase your order. Refunds will be processed within 10-15 days, depending on the issuing bank.
- For Cash-on-Delivery payments, refunds will be in the form of “Store Credit”. You may check the balance by visiting the “My Account” page and clicking on “Store Credit & Coupons”.
Item Return Policies
Damaged Goods and Incorrectly-Fulfilled Orders
If you receive an item that is damaged or not the product you ordered, please arrange for return of the item to us using the Returns Process above. The item must be returned in the same condition you received it in within 10 days of receipt to qualify for a full refund. Where applicable, the refund will include the original order delivery charges, cash-handling fees, taxes and any duties.
We pride ourselves on the highest quality product at BRAÉ. So, if your product is damaged or has a fault, we want to know about it. Please contact our customer care team.
Please take care to preserve the condition of any product packaging as, for example, damaged shoe boxes may prevent re-sale and may mean that we cannot give you a full refund. Our agents may ask to inspect returned items at the point of collection but that initial inspection does not constitute a guarantee of your eligibility for a full refund.
We are not currently able to offer Exchanges. Instead, all items should follow the returns process, and a new order placed for the replacement items.
We reserve the right to monitor returns and to refuse orders from customers with excessive return levels. However, nothing in this Returns section is intended to affect any consumer rights that you may have under UAE law.